What are the responsibilities and job description for the Order Management Specialist Lead position at US Tech Solutions?
Job Description
The Customer Order Management Specialist is a key position responsible for ensuring the quality of sales order management processes, customer satisfaction, and support. This individual will work closely with various departments, including plant/shipping locations, logistics, credit, accounts receivable, regulatory, and other client departments.
Main Responsibilities:
- Manage 2000 orders per year, ensuring timely entry and acknowledgement within 24 hours.
- Utilize SAP customer master and output settings to provide consistent information to customers, including order acknowledgements, ASN, COA, and invoices.
- Provide pricing, availability, and scheduling information, as well as quote, list pricing, special arrangements, and discounts as agreed upon by sales.
- Maintain or exceed customer revenue and working capital targets.
- Monitor orders against forecast using Picasso, SAP tools, and custom reports to ensure on-time shipping, delivery, and order process status.
Crisis Resolution and Issue Management:
- Resolve crisis situations during and after hours of operation while effectively managing customer relationships.
- Record complaints and assign them to investigating parties, understanding implications and effectively managing the complaint process.
- Conduct constant follow-up and review until issues are satisfactorily closed.
Training and Development:
- Participate in required training and maintain personal ISO training records.
- Assist team members with daily activities and training efforts.
- Attend offered training to support development plans and strengthen skills.
